Jack Mears Email & Phone Number

Oxford, Gb

Oxford, United Kingdom

Oxford, United Kingdom

- To lead, manage and develop the supporter contact team of around 20-25 advisors and executives to ensure workload is managed and delivered against agreed service levels. Responsibilities include: - To monitor team performance against KPIs/SLAs and highlight training needs where appropriate- To be an expert on the teams product and processes and to ensure that they are supporter focused, robust, streamlined and compliant. - To lead and line manage 11 direct reports including individual performance management, staff development and training. - To recruit, train and develop staff to deliver consistently high standards of service, enabling the team to treat every relationship an as opportunity to support income generation built on the power of our cause. - To successfully convert operational forecasts to resource plans to ensure successful service delivery - To maintain the supporter database- To monitor and maintain a busy inbox - To monitor expenditure and make financial recommendations where possible to keep operating costs low. - To continually contribute to process innovation - To ensure that data protection and compliance guidelines are adhered to at all times and to promote best practice to the team of advisors. To work closely with compliance manager to ensure requirements are up to date. - To work as an effective team member and to share best practice and product knowledge at all times. - To work proactively with other service delivery teams to provide a strong support network, maintaining high standards.

-To lead members of the supporter contact team to achieve excellent customer service whilst maintaining high performance levels against SLAs and other deadlines - To provide an excellent level of support for the team as an expert on all of supporter contact team's products, services and processes. - To maintain a strong knowledge of data protection and compliance regulation to ensure the supporter contact team is fully compliant with government rules and regulations. - To collaborate with 2 other supporter contact executives to ensure efficient management of shared inbox and shared workload. - To organise, plan and deliver high quality training, which makes efficient use of advisor time and takes team resource into account. The design and delivery of detailed induction plans for new starters. - To proactively identify and provide solutions for process improvement within the team and also for building and strengthening relationships with other, disparate teams. - To build and strengthen relationships with a multitude of internal contacts through email, phone and face to face meetings. - Attending conference calls twice a week to provide feedback of impact on service and subsequent resourcing needs of the supporter contact team. - To attend regular meetings with Service Delivery Managers and Senior Manager to update on team progress, direction and areas for improvement. - To monitor the Siebel database and flag any issues to the data team. I am a super-user for the database and attend testing and training sessions to be able to highlight potential issues and feed back to the advisor team for future training. - To lead 3 members of the supporter contact team in handling and monitoring specialist science based queries. Maintaining contact and relationships with science communications specialists in the London office. - To provide dedicated coaching on customer service to two advisors undertaking the ICS Practitioner qualification.

Whilst a Supporter Contact Advisor I was employed to work in a small team to respond directly to any queries from Cancer Research UK's supporters.These queries arrived at the charity through various channels; emails, letters and phone calls. It was my responsibility to ensure that supporter interactions were of a consistently high standard in terms of product knowledge, efficiency by achieving SLA and quality of written communication.Multi-tasking skills were stretched in this fast-paced and demanding role, which demanded excellent knowledge of a wide variety of products, including: SHINE, Sports events, Relay for Life, Give in Celebration, Donate in Memory, Wedding Favours, Direct Debits, Standing Orders and many more.During this time I was selected to lead on the nighttime walking marathon SHINE and science communications (in collaboration) - where I acted as the go-to person in the team for related queries.

Oxford, United Kingdom

During my time at Oxford Royale Academy I taught three classes of young students EFL over a period of 6 weeks.Class time consisted of a 3 hours morning lesson and a 2 hour afternoon workshop, which allowed students to practise language skills in a freer, more interactive scenario - for example taking part in a murder mystery role play, or taking part in a debate.The role enabled me to strengthen classroom management skills, building strong relationships with young people and lesson delivery. This role has had considerable influence on roles since, in terms of training delivery.

Master Of Arts (Ma), Literatures Of Modernity, Merit

Bachelor Of Arts (Ba), English Literature, 2:1